Define rules to process incoming emails

  • Release version: Xanadu
  • Updated September 19, 2025
  • 1 minute to read

    • Define your email-related business processes using inbound email flows. This enables you to manage emails along with your customer service processes through a visual Flow Designer interface without having to design or request complex scripts.

    Before you begin

    Role required: admin, sn_customerservice_manager

    About this task

    Email flows use conditional logic to incorporate multiple business processes in one flow. When designing inbound email flows, note the following:
    • The execution order of the inbound email flows take a higher precedence than inbound actions (that is if an email flow executes, it prevents execution of inbound actions).
    • The user who sends an email should have the necessary roles to perform operations specified in the flow or the operation will stop.

    Procedure

    1. Create an inbound email flow.
      1. Navigate to All > Process Automation > Flow Designer.
      2. Select one of the following flows.
        • Create Case from Email: Creates a case when a user sends a new email.
        • Update Case via Reply: Updates a case when you use the reply option.
      3. Select Edit Flow.
      4. Select the Inbound Email trigger.
      5. Modify the default email filter conditions or select New Criteria to add conditions.
      6. Select a Reply Record Type table.
      7. Select Done.
    2. Edit the flow.
      1. Select an existing action and expand it.
      2. Provide information for the action or select the add icon (+) to add a new action, flow logic, or subflow.
      3. Select Done.
    3. Finalize the rule.
      1. Verify the email flow and modify it if necessary.
      2. Select Save.
      3. Select Activate.
    4. Select Activate.
      The defined inbound email flow is activated.